Call Center Service Delivery

DANIELLE FREDEY

***** * ****** **. **********, AZ 85259 206-***-**** ********@*****.***

Professional Summary:

Progressive Financial Services Executive with excellent skills in strategy, operations, process improvement and supplier management combined with more than 32 years of experience, including 2 start-up FinTechs. Strong commitment to leveraging corporate culture to impact community and environment. Proven history of successfully overcoming complex business challenges within a fast-paced, high-pressure work environment. Respected as a lead-by-example change agent and proponent of empowerment and accountability. Consistent success in maximizing corporate performance, reducing costs, improving profits, and enhancing product and/or service value. Characterized by C - Suite Executive Management as a strong dynamic leader, decisive, analytical, action-oriented, and tenacious with strong problem resolution skills. Passionate about applying excellent organization, leadership, and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Experience: Integro Bank, SVP, Director of Operations & HR 2021 – Present

Serve as advocate and leader by fully engaging, identifying, and securing investors, resources and partnerships to advance the bank's mission

Develop all policies, procedures, processes and controls for operations

Create and execute operation's strategy, including implementing all bank systems and software

Responsible for all deposit, payments, loan and branch operations, including management of the operations staff, which includes deposit, treasury management, loan document preparation, onboarding, processing, servicing, account reconciliation and reporting functions, post-closing document review and imaging for the Bank’s client portfolios

Responsible to lead, inspire, train and supervise the operations staff to drive operational excellence and efficiency to ensure the department meets service level and organizational goals while meeting compliance and regulatory requirements

Responsible for interacting with third-party audit and compliance reviews of assigned functions and identifying and implementing appropriate internal controls, metrics, and reporting to continuously evaluate and improve performance

Responsible for deposit and loan operations activity, reviews daily reports to produce monthly and/or quarterly reports

Ensure the consistent delivery of outstanding service in line with client, internal and strategic partner expectations

Fiserv, Director Strategic Initiatives 2019 - 2021

Led and executed a cross-division revenue management program, which resulted in $7MM in-year revenue

Ran division Management Team Meetings, defined and rolled out standards, documentation and create dashboards and KPIs to coach peers on how to effectively run their product lines and continue progress towards High Performing Teams

Led end-end Product Management Improvement Program, which included strategy, framework, requirements, delivery, and roles and responsibilities

Strategic Link, Head of Center of Excellence 2018

Led a cross-functional team of 65 associates, across 3 sites (2 in GA & 1 in Belize) including 7 direct reports, for all Operations support functions, including Training, Quality Assurance, Customer Resolutions, and Complaints, Operations Recruiting, Fraud, Communications, Auto-Dialer, Workforce Management, and Analytics

Created 5-year growth plan for on-shore Call Center teams, which included real estate search, building capacity growth model for 5 sites (GA, ND, WI, Belize & Panama)

Led search for new Operations offshore location strategy, which consisted of full market study, country safety, workforce viability, tax implications, business licensing, travel ease, weather concerns, language barriers, currency conversions

Led process improvement efforts in the fulfillment and front-end collections process, which included building optimal operating model, schedules and creating KPIs and reporting.

Renew Financial, EVP, Lending Operations 2016 –2018

Led a cross-functional team of 125 associates, across 3 sites (2 in CA & 1 in GA) including 7 direct reports, for all fulfillment, underwriting, and funding of PACE assessments and Unsecured loans, Collections and Servicing, Fraud, Strategy, and Performance, Contractor Management and Complaints

Created and successfully executed lending operations location strategy, which included closing a small site in PA and building a new East Coast operations center in GA

Led process improvement efforts in the fulfillment process, which includes creating a robust capacity plan, optimal operating model, KPIs, operations dashboard, and associate scorecards

Process improvements resulted in an application to decision cycle time reduction from 13.8 days in January to 1 day in October and NPS scores from 59 to 70

Developed and executed robust Quality Assurance and coaching program for Call Center and Fulfillment teams which resulted in a 50% reduction in critical errors over 5 months

Successfully executed new Call Center software transition without any SLA impacts or loss of service.

TD Bank NA 2011 - 2016

SVP, Head Retail Lending Operations 2013 - 2016

Led a cross-functional team of over 450 associates, across 4 sites (ME, NJ, & 2 in SC), including 7 direct reports, for all Mortgage, Home Equity, and unsecured loans

Created and successfully executed lending operations location strategy, which included building a new lending operations center in Greenville, SC.

Led Retail Lending Operations process improvement efforts resulting in median cycle time reductions of 17 days mortgage and 34 days home equity

Successfully partnered with Sales channel partners to increase customer satisfaction scores by 49 points

Lending authority of $2MM and work closely with Senior and Executive Credit Risk Officers to collaborate and approve and/or make exceptions on loans over $4MM

Created and executed Retail Lending Operations partnership and communications strategy

Interim Head Wealth Lending Operations 2013

Stepped in as interim Head of Wealth Lending Operations and built a highly effective and functioning team.

Built staffing capacity model and successfully recruited top talent and staffed team from 17 to 50 FTE in 5 months

Created an end-to-end process that resulted in a 19-day median cycle time reduction in 7 months.

Worked closely with Senior and Executive Credit Risk Officers to discuss and weigh in to approve and/or make exceptions on loans over $4MM.

Created and executed Wealth Lending Operations partnership and communications strategy.

Effectively partnered and communicated with Senior Sales staff and Sales Executives, working with Regional Leaders, Market Leaders, Commercial Lending Leaders, and Credit Leaders to prevent delivery issues.

Director, Bank Operations Transformation 2011 - 2013

Led Commercial Lending Operations Optimization program resulting in a $4.2MM run rate year one savings and $6.5MM run-rate savings year 2.

Created and executed Commercial Lending Operations continuous improvement strategy to deliver legendary customer and employee experiences.

Created, analyzed, and executed span of control for Commercial Lending. Operations to right-size the organization and develop proper associate coaching and development strategy.

Mentored 6 Green Belt candidates

Created Bank Operations continuous improvement strategy to ensure consistency, collaboration, and delivery of world-class customer experience

Key Bank 2007 - 2011

Sourcing CoE Service Delivery & Quality Manager 2010 - 2011

Identified $21 MM BPO, $22 MM ADM, and $10MM ITO committed outsourcing opportunities.

Created and led a global sourcing governance program with 3 offshore partners in India (Chennai, New Delhi, Bangalore, and Pune)

Created, managed, and reported global sourcing service delivery, performance, and quality program

Business Process Reengineer 2007 - 2010

Washington Mutual, Process Manager 2003 - 2007

GE Capital 1989 - 2002

Field Sales Manager - Wal-Mart Credit Card 1999 - 2002

Collection Manager 1997 - 1999

Collection Supervisor 1995 - 1997

Collection Coordinator 1989 - 1995

Education: MBA University of Phoenix

BA Business Management – Hiram College

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